FAQs

ABOUT DESIGN

1. What Color Can I Choose For My Custom Neon Signs?

We have a total of 11 colors (click the color tab) to choose from. We can also offer a color change option for certain types of signs. Please request a specific quote for this.

2. What Fonts Do You Offer?

Our team works with almost any font including cursive fonts, block fonts or double lined fonts. You can choose from a dozen different fonts on our custom light maker or send us an email attaching an image with your preferred font. Our designers will create a mock-up for you to ensure the neon light design meets your expectations.

3. How Much Does A Custom Product Cost?

Our custom-made lighting and home decor products are very affordable. Sign costs vary depending on sign size and design complexity. Use the custom product page to get a price, or email our team at hi@neongrand.com.

ABOUT PRODUCT

4. Do You Offer A Warranty?

We offer a 2-year warranty for all standard LED neon sign orders placed on or after August 7, 2023. Orders placed before this date, as well as waterproof and RGB neon signs, are covered by a 1-year warranty against defects in materials and workmanship.

This warranty does not cover damage caused by improper installation, misuse, accidents, or physical damage during normal use.

Warranty coverage for other lighting and home décor products varies by product. Please refer to the warranty information provided on the individual product page before placing your order.

5. Do You Offer Outdoor Neon Signs and Outdoor Lighting & Home Décor?

Yes. We offer weather-resistant LED neon signs designed for both temporary outdoor events and permanent outdoor installations.

We also offer a selection of outdoor lighting and home décor products. Availability varies by product, so please refer to the individual product page for outdoor suitability.

6. How Do I Install My Product?

Our products are designed for quick and easy installation. Installation methods may vary depending on the product, and all necessary hardware and instructions are included whenever applicable.

Here are the most common installation options:

• Wall Mounting: Many of our products, including LED neon signs, picture lights, and selected wall décor, come with the required mounting hardware or adhesive accessories for easy installation.
• Hanging: Selected products, such as custom LED neon signs, can be suspended using hanging cables or chains. Simply let us know your preferred installation method when placing your order, and we'll prepare your product accordingly.
• Tabletop Display: Products such as desk lamps, light boxes, and decorative lighting are ready to use with the included stand or base—simply place them where you'd like and plug them in.
• Plug & Enjoy: Most lighting products are designed for simple plug-and-play setup, requiring little to no assembly before use.

If you have any questions about installing a specific product, our support team is always happy to help.

Please check our usual manual here: How To Mount Or Hang Your Sign?

7. How To Check If My Neon Sign Is Working Properly?

Step 1: Plug in the neon sign (Power: 100-220V-50/60HZ) and check if the light is on.

Step 2: Remote Dimmer Check-up:
Depending on the order, your neon package will have a dimmer or a remote control.

• With dimmer/remote: You can adjust brightness and switch between different flashing modes of the neon sign.
• If your dimmer/remote doesn't work, please contact us via hi@neongrand.com for a replacement.

8. What To Do If My Neon Sign Is Not Working?

Step 1 - Power Supply Check-up:

• A small light on the power supply will light up if the power supply is working properly.

Step 2 - Led controller Check-up:

• Remove the led controller (between the sign and the power supply), then connect the power supply to the neon sign directly. Normal light means your led controller is broken.

Step 3: Contact us

• Please contact us immediately via email hi@neongrand.com. If any part of your neon sign is damaged (led strip, power supply, led controller, dimmer, remote control...)
• If the product is still within the warranty period, we will immediately send you a replacement.
• If the product is no longer within the warranty period, we will do our best to assist you in purchasing a replacement part.

Note: Please provide clear pictures or videos of your inspection process so we can offer the best solution.

ABOUT PAYMENT & SHIPPING

9. Do You Ship Overseas?

Yes! We can ship almost all over the world except some countries on this list.

10. How Long Does The Shipping Take?

Normally it will take 7-10 Business Days with orders from the US and take 10-12 Business Days with orders from other countries. All orders are made to order by hand in our production facility with the utmost care and attention to detail.

Standard shipping: Shipping times refer to time in transit after the piece completes production and leaves our factory - Once your piece ships, you will receive a tracking number.

For more information, please visit our Shipping Policy.

11. Why Has The Tracking Status Not Been Updated? What Should I Do?

Tracking information may not be updated immediately for some reasons, including:

- The tracking number has just been created. Due to delays between the scanning process and website updates, it may take up to 7 business days for your tracking number to be updated after it has been sent out.

- The package may not be scanned until it arrives the regional hub near the destination.

- The package is in transit between the origin and the destination country. Once the package leaves the origin country the tracking information will not be updated until it reaches the destination country.

- The package arrived at the destination country. When shipping internationally, the tracking link will stop updating after the shipment arrives in your country (destination), but it does not affect the delivery process.

However, if your tracking status has not been updated for over 10 business days, please contact us to be supported right away.

12. What Method Of Payments Do You Accept?

We accept most online payment methods that are used all over the world – Visa, MasterCard, PayPal, and others. Once you have approved a design you will receive an invoice via email which can be paid via PayPal or by using a credit card. When the payment has been made, your sign will enter the production phase.

OTHERS

13. Can I Cancel My Order?

We regret that we only accept cancellations within 3 hours of your order being placed, as most of our products are customized and your order will be automatically shipped immediately to our manufacturing partners so that customers can receive the finished product as quickly as possible. Therefore, please double check your order before paying.

14. Can I Return My Product?

All our pieces are made by hand to order, we can only accept refunds or exchanges on faulty items, as all pieces are one-off made-to-order. All sales are final. View our Return and Refund Policy

15. How Long Do Neon Signs Last?

Our Led Neon are built with a typical lifespan of approximately 50,000 hours of constant usage. We use the best LEDs on the market ensuring a superior lifespan compare to our competitors.

16. I've Got Another Questions!

If you have a question we didn't cover here, please don't hesitate to reach us at hi@neongrand.com. You can also reach us on our contact us page.